Page 352 - Training 2019

- Please include some information into your email, i.e. don’t only attach the quote and email to the customer – you
should have a subject which you can track, and further information regarding the quotation in the body of the
email (e.g., thank you for the opportunity to quote, please sign and return the quote as acceptance and indicate
purchase order number if applicable, etc.).

THE CUSTOMER HAS ACCEPTED (AND SIGNED) THE QUOTATION, WHAT HAPPENS NEXT?

Once the customer has accepted the quotation by signing and returning the quotation, we can now proceed to invoice and
change the status of the quotation as follows:
- Send the signed quotation to the admin person for processing;
o Where the quotation included the generic stock codes as per above points, it is the TSC’s responsibility to
provide admin staff with the correct codes where applicable;
- Once the invoice has been processed, admin staff to inform the TSC in order for them to change the status of the
Opportunity;
- TSC to go back into the Opportunity and click on the “status tab” and complete the following information:
o Change the status from “In progress” to “Won;
o Enter the completion date (date of invoice);
o Enter the invoice number – there is a magnifying glass which will extract all of the invoices to the customer
– scroll to the very bottom (this should be the invoice associated with the Opportunity;
o Add any relevant comments if applicable;
o Insert the actual sales and cost of sales value (excluding VAT) in the relevant blocks (you can find this
information on the “Product/Charge Lines” tab;
o Click “SaveOpp”.
- Your Opportunity is now closed and will appear as “Won”.

THE CUSTOMER HAS REJECTED, ABANDONED OR SUSPENDED THE QUOTATION, WHAT HAPPENS
NEXT?

If the customer has rejected, abandoned or suspended the quotation, the same steps as per above are applied, except for:
- Change the status depending on the reason given by the customer;
- In the “Reasons/Information” section, the TSC must provide feedback and reasons for the rejection, abandonment
or suspension of the Quotation. This is to ensure that Management can review the reasons provided and ensure
that we can rectify or address the reason given by the customer;
- We cannot allow a customer to simply reject, suspend or abandon the quotation – we need to follow up and try to
turn every opportunity into a sale – it is not always possible – but we need to ensure that we have pursued all
options.
o As an example – price cannot be the final issue when changing the status to “Unsuccessful”, we need to
have tried to adjust prices or compete from a quality product perspective – if we still cannot convince the
customer, we need to demonstrate that we have pursued all options;
o A quote can be suspended or abandoned for many reasons (e.g., customer does not have sufficient budget
or authority to make capital purchases, suspended due to financial or operation restraints, etc.). The point
to remember here is – there is no such thing as bad news, we need to understand and respond to our
customer’s requirements and to ensure that we can meet and exceed those expectations.

INTERNAL PRODUCTS:
This tab is not applicable to our industry and is not in use. Should circumstances change, detailed notes will be provided.

CRM TRAINING MANUAL 17

Updated - 08 October 2018